(Peer Review + Similarity + Document) Pengaruh Kualitas Media Sosial Facebook terhadap Wom Positif Relational dengan Kepuasan Pelanggan dan Ourcome Relational sebagai Variabel Intervening (Studi Kasus pada Fan Page Facebook Asus Indonesia)

This study aims to analyze the quality of Facebook social media towards positive WOM through customer satisfaction and relational outcome on ASUS products. The research instrument used an online questionnaire through www.kwiksurvey.com which contained respondents' statements regarding the perception of the quality of Facebook social media services, satisfaction, relational
outcomes and WOM. The quality of social media studied is efficiency, reliability, fulfillment, privacy, responsiveness, and compensation. The population in this study is all members of
Facebook incorporated in http://www.facebook.com/ASUSIndonesia. The sampling method used is purposive sampling, the number of samples taken as much as 120 respondents. The analysis model used is structural model analysis or Structural Equation Modeling (SEM). ). The results of the analysis showed that the quality of social media has a significant effect on customer satisfaction, outcome relational, with the direction of positive relationship. Based on the testing of the quality is known that the quality of service H1 on social media significant effect on customer satisfaction received, H2 ie quality of service on social media significant effect on the outcome of customer relational acceptance, H3 ie quality of service on social media influence on WOM positive rejected, H4 ie satisfaction customers have a significant effect on the positive WOM rejected, H5 ie the outcome of customer relational influence on WOM positive rejected.